IT Service Desk Support Specialist

**Job Description**:
The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of our company rests on the quality of our solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management.

Be a part of the Telos culture and see what sets us apart Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment

This position will be based at Camp Casey, Korea.

The job of the IT Service Desk Support Specialist provides Tier I/II support to the customer at Camp Humphreys. This includes, but is not limited to, the following areas of responsibilities:
**JOB REQUIREMENTS**
- Provide Level 1 and Level 2 IT service support; to include; Answer and record all incoming calls; Take ownership of problems until full resolution; Determine the functional area of the problem being reported, e.g. hardware, software, telecommunications.
- Provide solutions as practicable over the telephone; Provide follow-up to the user on the status of the problem until resolution; Verify problem resolution prior to closure; Provide detailed analysis of the problem; Determine if equipment is warranted and arrange appropriate resolution under warranty.
- When special or unique situations warrant - contact the appropriate vendors; and escalate the problem as required.
- All actions and results will be reported in a WAR and MSR.
- Support customer requests in accordance with Service Level Agreements (SLAs), which include, but are not limited to, response time, ticket management, assigning priority levels to tickets, notification procedures, addressing 'high priority' and 'urgent' requests, and routing tickets to the appropriate support staff.
- Basic and Advanced Troubleshooting: Demonstrate the ability to handle basic and more complex technical issues tier 2 including in-depth software and hardware diagnostics.
- Problem Resolution: Work on resolving escalated tickets, providing solutions for more intricate problems that require a deeper understanding of the systems.
- System Configuration: Assist with system configuration, software updates, and installations that require a higher level of expertise.
- Collaboration: Collaborate with other IT teams, such as network or system administrators, to resolve issues that span multiple areas of IT.
- Root Cause Analysis: Conduct root cause analysis for recurring issues and work on implementing solutions to prevent future occurrences.
- Documentation: Update and maintain technical documentation, including procedures, troubleshooting guides, and system configurations.
- User Guidance: Provide users with basic guidance and instructions to resolve common issues or use standard software and hardware.
- Monitoring Systems: Monitor system alerts and notifications to identify potential issues and address them proactively.
- Knowledge Base Maintenance: Contribute to the creation and maintenance of a knowledge base by documenting common issues and solutions

**Job Requirements**: Skills / Qualifications**
- Must possess a SECRET clearance
- Bachelor’s degree in computer science or a closely related field. Maybe substituted with 4 continuous years of service desk experience.
- Must possess at time of start a minimum a DoD 8570.01-M/DoD 8140 IAT Level II certification
- Demonstrated knowledge of Windows operating systems

**Additional Items**
- Must be able to lift up to 50lbs.

Some travel between primary agency site and geographically separated locations may be required to perform assigned duties.

Telos maintains a drug-free workplace and will conduct drug testing on all applicants who have accepted an offer of employment

Telos Corporation participates in the E-Verify program. Therefore, any employment with Telos will also be contingent upon confirmation from the Social Security Administration (“SSA”) and/or the Department of Homeland Security (“DHS”) of your authorization to work in the United States

Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.

Telos and its subsidiaries are an Affirmative Action/Equal Opportunity Employer encouraging women, minorities, individuals with disabilities, and veterans to apply.